Page 4 - CCPHP_Downtown_member packet_Janicik_e3 (1)

ENHANCEMENTS 1

A. HEALTHCARE DELIVERY EXPERIENCE

The Company will work with the Practice and your Physician to make available the following to enhance your
healthcare delivery experience:

1. Panel Limits. A limited membership panel to enable your Physician to provide you with personalized care and
attention to your individual needs. The Company will also arrange for your Physician to agree to be available to
provide the Services described in this Handbook on the Schedule titled “Relationship Optimization and Support
Services.”

2. Communications Access. Telephone, cellular phone, facsimile, text messaging, and email services, with your
Physician, coupled with information on how you can contact your Physician through those means (collectively,
the “Communications Enhancements”). Your Physician has agreed to be generally available to communicate
with you (or your authorized representatives) 24 hours a day, seven days a week through one or more of the
Communications Enhancements, including to consult with healthcare providers attending to you out of state,
overseas or otherwise outside of the Company’s usual service area. Telephone and email communications will be
responded to as quickly as reasonably feasible. In the event that your Physician is not available due to vacation
or other reasons, alternative communication with another practitioner at the Practice or with another covering
physician will be arranged. Additional charges may apply for international or unusual communication expenses.

3. Same-day/Next-day Appointments. Use of the Communications Enhancements to make appointments,
including same-day (or, where appropriate, next business-day) appointments to see your Physician (or if your
Physician is unavailable due to vacation or other reason, to see another covering physician or other healthcare
provider), including appointments for non-urgent care, regardless of medical necessity.

4. Extended Appointments. Appointments with your Physician for routine visits of such length as will enable you
to discuss your health-related concerns, regardless of medical necessity.

5. Extended Patient Hours. Office visits Monday through Friday during normal office hours. Under special
circumstances, if medically appropriate and mutually agreed, weekday evening appointments may be provided.

6. Limited Wait Time. Minimal waiting time for your Physician when you are scheduled for appointments, unless
your Physician is attending to a medical urgency or emergency or is delayed for other good reason.

7. Comfortable Waiting Area. Access to a comfortable reception area, which may include internet access and
educational materials for the occasional brief wait for a member of your practice.

8. Dedicated Office Personnel/Expedited Check-in and Check-out. Availability of personnel at your Physician’s
office to provide you with dedicated administrative service, including expedited check-in and check-out to
minimize your waiting time whenever possible and to provide you with outstanding service.

9. Personalized Member Services. Availability of a dedicated Member Services representative to provide
assistance addressing and coordinating the administrative aspects of Members’ health needs, and to act as your
advocate for all Member-related issues.

10. Telemedicine Services Availability. Opportunities for telemedicine or “virtual” visits in appropriate
circumstances, and subject to any legal requirements related to delivery of telehealth services.